Security for use of Chat or Telephone Support - mainly chat

[#1]

So I just needed to change the Smart Cap via chat - let us run through it

Input mobile number

Input full name and address

No problem so far

BUT

The next bit is unacceptable

Provide two (specified) characters from the Security Question

Given that the security question answer is always going to be a relatively straightforward text string is this really a sensible check - why not two characters from the password which must be more secure

[#2]

For that to work the PN staff would have to be able to access your password which is much more suspect.

Unacceptable? Really?

[#3]

no they don't - they only need to see the characters they are requesting which is, or should be case, with the security question

[#4]

I don't even know what mine is!

You can look at it both ways in terms of security. Chances are you have used that question on other sites, so it could be used there, if it were dodgy request (sure yours wasn't).

Same with passwords, how many people use a unique password for every single website which requires a login?

[#5]

given the password restrictions it has more of a chance of being unique